Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I wasnt able to sleep at your hotel. I paid 470 someone was snoring and making love against the wall and knocking on my door. Please refund my card now. I didnt sleep at all I would like a refund to my card immediately

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an unauthorized debit on my account that resulted in Chase allowing a Hotel in ** ( A place I have never been to as I have never been out of the state of ** ) to debit my acct leaving my account overdrawn over $447.87 on 03/06/2023. I disputed the transaction with ***** after speaking to the merchant, who advised me they could not assist me as they consider it a no-show versus an unauthorized transaction. The hotel was Luxe Blvd In ********** I spoke with five different associates there who stated it was a privately owned company and even if I filed a complaint, it would go right back to the front desk manager and they would not issue a refund. ***** removed my temporary credit and I sent in proof from Expedia also from my bank account showing I have never left the **************** and I never authorized this transaction. They pulled my information through Expedia who also attempted to contact the merchant and have the funds returned. I just got off of the phone with a Chase supervisor in the claims department (**** ) who hung up on me & stated they did not re-open the claim even with the evidence provided as it matched the info on my Expedia although I NEVER gave this company permission to debit my account and at this time I am giving a 30 day timeframe before I pursue legal action.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I made reservation ********* on the evening of Oct. 26th for a one night stay on the 27th. I called and was told to go online to book. I verbally and in writing requested to be near the dog area as I have a******** dog******************* I arrived at 2:00 and was told to wait as the room was not ready. They offered me a room off the lobby facing the driveway building entrance with no place to walk my dog. I said I'd wait for the room we discussed. I waited almost 90 minutes. At one point when I complained again to the front desk (I never left the lobby), I said I didn't understand why the room was not ready. The blond manager laughed and said I'd only been waiting for 15 minutes since check in time wasn't until 3:00. They never gave me the room repeatedly saying it was being cleaned. The manager also said they offered me an equal room that I refused. The room she offered was not accessible for me (I have ******** tags) nor accessible to walk my******** dog. It was next to the lobby and driveway. In the interim they charged my credit card and refused to refund because it was within 24 hours of my stay. I only made the reservation 12 hours before arrival. The blond manager made it very clear they would not give me the room discussed saying specific rooms are not committed. That is inconsistent with what******** said when I called to make the reservation. After waiting more than 90 minutes and being treated disrespectfully, being laughed at, and ignored, I asked to cancel the reservation, and I left. I have filed complaints with the owner of the hotel and ******** card. Luxe billed me $270.39 and will not refund my money. But for the untruthful information about a room near the dogwalk area, I would have never made the reservation. *************************************************** I called twice, and I noted it in writing in my reservation. I'd like my full refund. I've written the owner who did not reply.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩